Information Technology Help Desk Manager

1 week ago

Makati City, National Capital Region, Philippines Iyuno Full time $90,000 - $120,000 per year

The IT Helpdesk Manager will oversee and support the organisation's IT Helpdesk operations, infrastructure, and network systems. This role requires a proactive individual with a strong technical background who can manage daily IT operations, ensure infrastructure reliability, and provide mentorship to junior team members. Thir role would require to provide advanced support and help shape best practices while collaborating with global teams in Europe and the Americas.

Responsibilities:-

  • Helpdesk Support
  • Provide Tier 2/3 support for hardware, software, and user access issues.
  • Oversee ticketing system and ensure timely resolution of escalated support cases.
  • Guide and mentor Helpdesk team members and set service standards.
  • Drive improvements in IT support processes and end-user satisfaction.
  • IT Infrastructure
  • Maintain and troubleshoot servers (Windows/Linux), storage systems, and backup solutions.
  • Support endpoint management, patching, imaging, and deployment tools.
  • Manage Microsoft 365 and Azure AD environments.
  • Monitor system performance and implement upgrades when necessary.
  • Network Management
  • Administer switches, routers, firewalls, VPNs, and wireless networks.
  • Monitor and improve network performance and security.
  • Coordinate with vendors for internet, telco, and network equipment support.
  • Implement and maintain network segmentation, VLANs, and site-to-site VPNs.
  • Compliance & Cost-Efficiency
  • Oversee IT security policies and ensure license compliance and patching updates across core platforms.
  • Support all audit activities and ISO 27001 initiatives.
  • Support cost-effective procurement and vendor negotiations for storage, backup, and compute resources.
  • Participate in annual IT budget planning for infrastructure and cloud-related needs

Experince & Skills Required:-

  • Diploma or Bachelor's Degree in Computer Science, Information Technology, or any related fields.
  • 5+ years of hands-on IT experience, with exposure to both user support and infrastructure/network management.
  • Strong understanding of Windows Server, Active Directory, Office 365, and networking protocols.
  • Experience with firewalls (e.g., Fortinet, Cisco, Palo Alto), and endpoint protection tools.
  • Knowledge of virtualization (VMware/Hyper-V) and backup solutions.
  • Experience managing multi site data center environments and hybrid cloud setups as well as relevant certification (CompTIA Network+, CCNA, ITIL) would be an added advantage
  • Ability to work independently and manage priorities effectively.
  • A team player who can also take the lead on critical issues.
  • Willingness to occasionally support outside office hours for urgent issues

Others:-

  • Hybrid work model

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